Workplace Resilience Essentials Course

$247 AUD per employee

The Workplace Resilience Essentials course has an average rating of 4.5 out of 5 stars
Very good50%

Mental and Emotional Resilience training is no longer a ‘nice to have’, but rather an essential part of any workplace training program for any team member, within any area of the organisation.

Putting on a brave face or mask for every customer and colleague each and every day has been commonplace now for many, many years, however, as we’ve seen far too often, this is not sustainable and it quickly becomes exhausting leading to a variety of challenges, both personally and professionally.

Employees can often deal with hundreds of internal and external customer interactions a day, whether that be across a counter, in the office or on the phone. If even one of those interactions is demeaning or detrimental, there can be a number of consequences that can impact the employee’s state of mind and attitude, causing a negative impact on any business.

Years of training have taught us to keep the customer happy no matter what. While we do want to keep our customers and clients happy, we also need to ensure our team members are happy, healthy and able to respond to any situation in a sustainable and healthy way that suits them.

Experiencing a rude or abusive customer or colleague and expecting your team members to continue smiling and carrying on is no longer standard workplace practice. It’s crucial for the success of any organisation to skill both themselves and their team to improve all areas of health and wellbeing in the workplace.

With the changes and challenges over the last few years, your team are already experiencing their own stresses and uncertainties. Add to that, a range of increasing external pressures such as customers who are under more adversity than ever with the rising cost of living, stock shortages, freight delays, long queues, workplaces typically under-resourced because of labour shortages and more.  It’s the proverbial perfect storm.

training for stressed employees

The cost of low resilience on your business

A consistent lack of wellbeing and resilience leads to numerous mental and emotional health challenges, physical health concerns, and burnout to name just a few. This has a direct bearing on productivity, absenteeism and engagement.

The Human Rights Commission reported that “work pressure accounts for around half of all claims and harassment and bullying for around a quarter of claims” and “Preliminary research shows that Australian businesses lose over $6.5 billion each year by failing to provide early intervention/treatment for employees with mental health conditions”

It is estimated that “a total of 3.2 days per worker are lost each year through workplace stress” and “stress-related workers’ compensation claims have doubled in recent years, costing over $10 billion each year.

Mental and Emotional Resilience is just one part of the workplace well-being pie but its impact is significant with “25% of workers taking time off each year for stress-related reasons”.

In this climate of record-low unemployment, employees that are not equipped with resilience skills are also much more likely to leave the organisation, adding significant costs and stresses to your business.

Resilience course for employees

Why invest in workplace resilience training?

For your employees, poor mental and emotional resilience skills can lead to longer-term mental and emotional health challenges, which can then further lead to physical health issues.

The physical health issues then add additional stress, and this can be a difficult cycle to break.

This obviously takes a toll on the employee directly, but it also adds pressure on other employees and ultimately your business.

The Workplace Resilience Essentials course equips your employees with wellbeing strategies to build resilience along with tools and tips that can be applied daily, enabling your employees to deal with any situation in a healthy and professional way.

Resilience Skills for employees

Why you need to act now

The good news is this course is one of the first lines in prevention to mitigate the risks of poor mental and physical health for your business. By Investing in your team’s health now, you can help avoid costly issues in future and importantly, ensure your employees have the skills to improve their life both inside and outside of the office.

The Workplace Resilience Essentials course helps equip your team with skills and strategies to deal with situations as they arise, enabling them to respond to each situation, instead of reacting to what’s happening around them.

We all know the workplace has changed, and along with it, it’s introduced a variety of new challenges which is why investing in preventative measures now is a great strategy to ensure the ongoing health of your team.

Resilience course for staff in Australian workplaces

What you’ll learn in our Workplace Resilience Essentials Course

Challenging situations are becoming more common and knowing how to handle your response to ongoing challenges at work can make all the difference between an employee who is satisfied at work and one that is becoming negatively impacted within their work environment.

Fortunately,  resilience skills and strategies can be learned and this 3-hour workshop will teach employees the core fundamentals of resilience.

It’s a practical workshop full of strategies and techniques to empower participants with the skills to bounce back quickly and improve their coping and self-management skills across a range of different scenarios.

Workplace Resilience training short course
Workplace Resilience Essentials course suitability

Who is this course suitable for?

The Workplace Resilience Essentials Course is specifically designed for any employee/team member who is dealing with internal or external customers on a regular basis and needs to learn the skills to strengthen their resilience.

Whilst sometimes there can be obvious signs that someone is under pressure and struggling, we know mental health manifests itself in a number of different ways, making this training, in particular, essential for all employees whether there are obvious signs of distress or not.

Typical roles include:

    • Customer Service staff
    • Retail workers
    • Office/administration workers
    • Receptionists/assistants
    • Warehouse workers
    • Contact centre employees
    • Account managers
    • Hospitality Workers

Workplace Resilience Essentials Course Outline

5 Core Modules across 3 Hours of Live, Facilitated Learning

The Workplace Resilience Essentials Course includes five modules (listed below) that will teach your employees how to build resilience. The workshop is delivered in a 1 x 3-hour live online session.

1. What is resilience

This module includes gaining an understanding of where resilience comes from and how we can build it within ourselves. Employees will also learn strategies on to deal with irate customers, difficult situations, and challenges in the workplace. These are life skills that will benefit your team both professionally and personally.

2. How to create an environment to physically foster resilience

Having a greater sense of self-awareness equates to a greater capacity to undertake challenging situations and to adapt to adversity at any time. In this module, we learn tools to increase self-awareness and how to adapt to your immediate surroundings to help build your resilience. Whether your team works from home or in the office, creating an environment that contributes to well-being and resilience is both efficient and effective.

3. How to use your mind to build resilience

Having the ability to use your mind to guide your behaviour no matter what the challenge is an exceptional skill for any team member to have. In this module, we teach some proven strategies on how to use your mind to influence any situation, including how to work with your mind to create a more positive outcome in any situation. A skill that any business will benefit greatly from.

4. How to build a strong emotional base

Like any structure, building a strong base/foundation is crucial to weathering any storm. In this module, we teach participants strategies on how to improve their emotional base and how to respond to challenges as opposed to reacting to them. Understanding how to choose the most appropriate and most effective response in any situation will enable your team member to move through challenging situations with comfort and ease.

5. How to pull it all together

We’ll help employees understand the skills and strategies they need to succeed in the workplace, and how to implement them on a day-to-day basis whether they are working from home or in the office.

Having the knowledge and confidence to deal with any situation that arises will empower your team to move through the day in the most effective and productive way.

In summary, we ensure your employees have everything they need to apply their new skills in the real world!

Looking for other resilience training courses? Check out these related courses:

How to Manage Difficult Customers and Workplace Resilience Advance Course

The Workplace Resilience Essentials course has been specifically designed to be delivered online over 1 x 3-hour session enabling you to easily schedule your employees with only a minimal impact on your operations whether they are working on the frontline, in the office, on the phone or working from home.

No downtime travelling to and from the course and more cost-effective than onsite training that saves you money!

The Zoom or Teams link will be sent to all course participants prior to the course commencing.

The online course is available for public or private delivery with the differences explained below.

For those specifically looking for onsite training, it’s also an option! Please refer to our Private Courses section below.

Online course for workplace resilience

Private and Public Training Options Available

The Workplace Resilience Essentials Course is available publicly (with others) or privately (just for your business) with the differences outlined below.

Public Courses

The public Workplace Resilience Essentials Course is delivered as one 3-hour session via ZOOM, and tickets are available for anyone to purchase. This is perfect for smaller numbers of employees (you can purchase a minimum of 1 ticket) so you can spread your training out to minimise operational impacts, and it can also be beneficial to hear from, and connect with others from outside your immediate workplace.

The times and dates are fixed enabling you to plan ahead – If you would like to have more flexibility on the dates, times and content refer to our private delivery options.

View upcoming public course dates at the bottom of this page!

Private Courses

Whilst the public courses can be a great solution for small numbers, sometimes you need more flexibility with the dates and times or you’d like to train entire teams, workplaces etc.

Our private courses are more cost-effective for larger groups and you can also choose the dates, times and duration of the workshop to suit your business and as it’s only your employees, it can allow for more in-depth discussions that specifically relate to your workplace.

Talk to us about a private session for your team >

About CX Skills

CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service, workforce optimization and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're an accredited training provider of the Australian Customer Experience Professionals Association (ACXPA) and we are proudly Australian owned and operated.

We’re grateful to have been trusted by hundreds of customers and we’re proud of the amazing customer testimonials we’ve received so you can rest assured that when you book a training course with CX Skills, your training is in good hands.

CX Skills Australia Training Courses
Excellent5.0 Based on 33 reviews fromTrisha BridgeTrisha Bridge ★★★★★ I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!Response from the ownerThanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: Angela CavallaroAngela Cavallaro ★★★★★ I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!Response from the ownerThanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review! Kira DomanicoKira Domanico ★★★★★ Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.Response from the ownerThanks Kira, great to hear you enjoyed the Customer Service Essentials course! We think Simon is pretty awesome so its always nice when people take the time to leave a review and let us know they also thought he was great! Alison JuchaAlison Jucha ★★★★★ The best course I have taken in 4 decades of customer service.Response from the ownerOh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂 Yvonne BilneyYvonne Bilney ★★★★★ Great course delivery and awesome techniques to use with customers.Response from the ownerThanks Yvonne, managing difficult customers is never fun but its a whole lot easier when you are provided with the rights skills. Glad to hear you enjoyed the course! K MK M ★★★★★ Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!Response from the ownerThanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got! Joyi LuJoyi Lu ★★★★★ Great company to work with. Excellent training course with trainers that really bring the content to life!Response from the ownerThanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious! EloiseEloise ★★★★★ Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.Response from the ownerThanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂 Raheel AlmasRaheel Almas ★★★★★ Highly Recommended!Todd JohnsonTodd Johnson ★★★★★ I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.Response from the ownerThanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin Sheree LaursenSheree Laursen ★★★★★ Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.Response from the ownerThanks Sheree for taking the time to leave us a review and glad you enjoyed the course! Keira SmithKeira Smith ★★★★★ Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!Response from the ownerThanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin Jamie LeonardJamie Leonard ★★★★★ I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!Response from the ownerAwesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it! GVW IntranetGVW Intranet ★★★★★ I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. HelenResponse from the ownerThanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking! Jim RoddJim Rodd ★★★★★ The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.Response from the ownerThanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin Sam PetrouliasSam Petroulias ★★★★★ Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!Response from the ownerThanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career. Dirk van NoortDirk van Noort ★★★★★ Response from the ownerThanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture! Rebecca GossRebecca Goss ★★★★★ We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec GossResponse from the ownerWow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers! Marianne RutzMarianne Rutz ★★★★★ This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!Response from the ownerThanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick! Rachael LoweRachael Lowe ★★★★★ The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.Response from the ownerThanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA! Eva PEva P ★★★★★ I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.Response from the ownerThanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂 Rory LynchRory Lynch ★★★★★ I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.Response from the ownerThanks Rory, appreciate you taking the time to send us in a review! Lee SiefkenLee Siefken ★★★★★ Game-changing training and insight. Highly recommend CX Skills training program.Response from the ownerThanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre. Vanessa GraltonVanessa Gralton ★★★★★ An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.Response from the ownerThanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation! Adrian PowellAdrian Powell ★★★★★ Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!Response from the ownerThanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program! js_loader

Our Customers Include:

We're grateful to the following companies who have trusted CX Skills with their training. See the full list here >

Pricing and Payment Options

The Workplace Resilience Essentials Course facilitated live is $247.00 AUD ex GST per employee.

Tickets to our upcoming public courses (see available dates at the bottom of this page) can be purchased instantly with a credit card or you can request an invoice at checkout (the invoice must be paid prior to the course commencing).

Available Discounts

  • Save 15% if you purchase 3 or more tickets in the same transaction
  • If you’d like to train your whole team in a private session, please contact us for further information, available dates and pricing.
Workplace resilience training course delivered online or onsite

Want to Save 25% off all CX Skills Courses?

Members of the Australian Customer Experience Professionals Association (ACXPA) save 25% off all CX Skills courses for a full 12 months!

With annual memberships starting from just $197, it can be a great way to save money now on your training, plus, you'll gain access to a host of powerful membership benefits for your employees and business.

Got questions about this course? Want to train your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

We currently are only offering this course for private bookings – please contact us if you are interested in this course for your team.